Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
AWARDS & RECOGNITION
Generic

Tiera M. Holmes

Atlanta

Summary

Healthcare operations leader with 10+ years of progressive experience leading patient access operations, care delivery workflows, provider operations, workforce management, and program execution across telehealth, behavioral health, healthcare systems, and higher education environments. Proven ability to lead multi-state teams, optimize scheduling and access systems, manage provider networks, and build scalable operational infrastructure that improves efficiency, service delivery, and patient outcomes.

Strong background in KPI development, operational reporting, SOP creation, workflow design, compliance oversight, and cross-functional leadership in high-volume healthcare environments. Experienced in managing complex operations involving providers, clinical teams, administrative staff, interns, and executive stakeholders, with a consistent track record of improving processes, increasing efficiency, and driving measurable operational impact.

Overview

13
13
years of professional experience

Work History

Program Coordinator (Operational Leadership & Strategic Initiatives)

Center for Black Entrepreneurship | Spelman College
Atlanta, GA
10.2024 - Current
  • Lead operational execution across seven concurrent programs, supporting 250+ students annually across entrepreneurship, innovation, and workforce development initiatives.
  • Oversee $5M+ in grant funding, including budget planning, forecasting, financial tracking, procurement, reporting, and compliance with institutional and funding requirements.
  • Develop and implement operational systems, SOPs, governance structures, and workflow frameworks to improve efficiency, standardize processes, and enable scalable program delivery.
  • Manage cross-functional stakeholder coordination, including executive leadership, faculty, donors, vendors, consultants, and community partners.
  • Facilitate executive leadership meetings and operational planning sessions, ensuring alignment on priorities, deliverables, and performance expectations.
  • Oversee intern workforce operations, including recruitment, onboarding, training, supervision, task delegation, and performance evaluation.
  • Build and maintain KPI dashboards and operational reporting systems to evaluate program performance, engagement, and outcomes.
  • Lead continuous improvement initiatives that enhance operational efficiency, program effectiveness, and participant experience.
  • Serve as operational liaison translating strategic priorities into execution plans and measurable outcomes.
  • Leverage participant feedback and performance data to refine program operations and improve service delivery effectiveness.
  • Implement evaluation frameworks and data-driven tools to assess program performance and guide operational improvements.
  • Monitor key performance metrics to identify gaps, optimize processes, and drive operational improvements.
  • Coordinate cross-functional teams and workflows to ensure timely execution of deliverables and achievement of program objectives.

Regional Practice Coordinator – Primary Care Operations

Teladoc Health
Remote
06.2022 - 10.2024
  • Directed multi-state primary care operations, supporting patient access and provider workflows across a national telehealth platform.
  • Managed provider network of 30+ clinicians (MDs, NPs, RNs, CNAs) ensuring alignment with clinical workflows, scheduling systems, and care delivery standards.
  • Led provider onboarding, training, and operational readiness, ensuring successful integration into clinical systems, compliance requirements, and patient care workflows.
  • Owned patient access and scheduling operations, improving provider utilization, reducing scheduling conflicts, and increasing access to care.
  • Managed credentialing, enrollment, and licensure tracking for 100+ providers, ensuring compliance with payer, regulatory, and organizational requirements.
  • Developed and implemented workflow optimization initiatives that reduced scheduling conflicts by 28%, improving operational efficiency and patient access.
  • Monitored and analyzed KPIs related to patient access, scheduling performance, provider utilization, and operational throughput to support workforce planning.
  • Partnered with clinical leadership, IT, and operations teams to resolve escalations and improve end-to-end service delivery performance.
  • Supported organizational scaling initiatives through process improvements and operational system enhancements.

Clinical Administrator & Assistant Care Delivery Manager

Charlie Health
Remote
06.2020 - 06.2022
  • Led care delivery operations for a national virtual behavioral health organization delivering intensive outpatient (IOP) treatment services.
  • Supervised a team of 15 Clinical Administrators responsible for patient intake, onboarding, benefits verification, utilization review, and care coordination workflows.
  • Provided operational oversight for 50+ licensed clinicians, supporting scheduling coordination, workload balancing, and service delivery execution across programs.
  • Managed end-to-end patient access operations, including admissions, insurance verification, prior authorizations, and care coordination processes.
  • Developed and implemented SOPs, workflows, and operational frameworks to improve consistency, efficiency, and service delivery quality across departments.
  • Established KPI tracking systems and operational reporting structures to monitor patient access, throughput, utilization, and operational performance.
  • Reduced authorization turnaround time by 22% through workflow redesign, process optimization, and standardization initiatives.
  • Partnered with clinical, finance, and operations leadership to improve patient engagement, retention, and care delivery outcomes.
  • Conducted quality assurance audits and compliance reviews to ensure adherence to regulatory, payer, and organizational standards.
  • Supported organizational scaling efforts through workforce management optimization and scalable operations design.
  • Improved patient intake workflows, reducing inefficiencies and enhancing access to care.
  • Led training and onboarding enablement for operational staff, ensuring consistent understanding of workflows, systems, and compliance requirements.

Senior Program & HR Coordinator

Tulane University
New Orleans, LA
10.2016 - 02.2019
  • Managed workforce operations including onboarding, training coordination, HR processes, and administrative systems management across academic and healthcare departments.
  • Supported program operations and internal workflow management, ensuring alignment across cross-functional academic and healthcare teams.
  • Assisted with budget tracking, resource allocation, and operational planning to support departmental initiatives and workforce needs.
  • Led process redesign and workflow optimization initiatives that improved administrative efficiency and reduced operational friction.
  • Collaborated with leadership teams to improve workforce coordination, operational alignment, and service delivery effectiveness.
  • Managed end-to-end onboarding operations, ensuring compliance with university policies, procedures, and documentation standards.
  • Maintained and optimized HRIS systems and employee records, improving data accuracy, accessibility, and reporting reliability.
  • Analyzed workforce trends and staffing data to support strategic decision-making in talent acquisition, retention, and workforce planning.
  • Coordinated onboarding and orientation programs, ensuring consistent workforce integration and role readiness for new hires.
  • Facilitated communication between employees and leadership to support workforce engagement, issue resolution, and operational continuity.
  • Supported recruitment process improvements, reducing time-to-fill through workflow enhancements and coordination efficiency.
  • Delivered training and onboarding support programs, ensuring consistent understanding of policies, systems, and operational procedures.
  • Supported HR operations including documentation management, compliance tracking, and workforce data integrity.

Field Supervisor – Behavioral Health Operations

Complete Care Services 2
Baton Rouge, LA
03.2013 - 09.2016
  • Supervised community-based behavioral health operations serving Medicaid populations across multiple service areas.
  • Managed workforce operations including scheduling, training, performance management, and operational compliance.
  • Coordinated end-to-end care delivery across patients, families, schools, healthcare providers, and court systems to ensure continuity of care.
  • Led process improvement initiatives that enhanced service delivery efficiency, operational performance, and patient outcomes.
  • Supported workforce development and operational planning for field-based behavioral health teams.
  • Ensured operational compliance with regulatory standards, safety protocols, and organizational policies across field operations.
  • Provided performance management and coaching to field staff, improving efficiency, accountability, and service quality.
  • Analyzed operational and service delivery data to identify trends and inform strategic improvements.
  • Maintained adherence to organizational policies, procedures, and compliance standards across all field activities.
  • Supported quality assurance and operational oversight activities, identifying gaps and implementing corrective actions to improve outcomes.
  • Collaborated with cross-functional field leadership teams to share best practices and improve overall operational performance.

Education

Bachelor of Science - Health Administration

Jackson State University

Bachelor of Science - Psychology

Southern University and A&M College

Speech & Language Pathology (B.S.) - undefined

Southern University and A&M College

Skills

  • Patient Access Operations
  • Care Delivery Operations
  • Operational Leadership
  • Workforce Planning & Operations
  • Provider Network Management
  • Scheduling Optimization
  • KPI Development & Performance Reporting
  • Process Improvement
  • SOP Development
  • Workflow Design
  • Care Coordination
  • Operational Scaling
  • Cross-functional Collaboration
  • Healthcare Operations
  • Compliance (HIPAA/CMS)

Accomplishments

  • Managed and administered $5M+ in grant funding, providing full financial oversight, reporting, compliance, and strategic allocation of resources.
  • Led patient access and provider operations supporting 65+ healthcare professionals across multi-state healthcare environments.
  • Managed provider and clinical workforce operations, including 30+ providers (Teladoc) and 50+ licensed clinicians plus 15 Clinical Administrators (Charlie Health).
  • Improved scheduling efficiency by 28% through workflow redesign, process optimization, and operational system improvements.
  • Reduced authorization processing time by 22% through SOP development, standardization, and end-to-end workflow optimization.
  • Built and scaled operational systems, SOPs, and workflows across healthcare and education environments to improve efficiency and service delivery.
  • Led end-to-end patient access, onboarding, care coordination, and workforce operations systems in high-volume healthcare settings.

Timeline

Program Coordinator (Operational Leadership & Strategic Initiatives)

Center for Black Entrepreneurship | Spelman College
10.2024 - Current

Regional Practice Coordinator – Primary Care Operations

Teladoc Health
06.2022 - 10.2024

Clinical Administrator & Assistant Care Delivery Manager

Charlie Health
06.2020 - 06.2022

Senior Program & HR Coordinator

Tulane University
10.2016 - 02.2019

Field Supervisor – Behavioral Health Operations

Complete Care Services 2
03.2013 - 09.2016

Bachelor of Science - Psychology

Southern University and A&M College

Speech & Language Pathology (B.S.) - undefined

Southern University and A&M College

Bachelor of Science - Health Administration

Jackson State University

AWARDS & RECOGNITION

Clinical Excellence Award – Charlie Health, Outstanding Leadership Award – Complete Care Services 2, Employee of the Month – Tulane University, Psi Chi Honor Society, Dean’s List / President’s List
Tiera M. Holmes